Management and Marketing of Services

ISBN-13: 9780750635943 / Angielski / Miękka / 1999 / 320 str.

Peter Mudie; Angela Cottam

Opis

This revised edition provides a perspective on the management and marketing of services. In particular, service design and productivity are examined as well as more general topics such as the implications for services in the future. It should be suitable for undergraduates or postgraduates studying the management service operations in a marketing orientated environment.

Recenzje

Reviews of first edition: '..I recommend this book to all those who teach or study the marketing and/or management of services. It is a practical guide for the student and a useful summary for the teacher.' Jonathan S. Swift, Senior Lecturer in Marketing Staffordshire University Business School - Journal of the Market Research Society, November 1994 '... provides a comprehensive
framework for practitioners and students who wish to study the issues that characterise service organisations.' - Banking World, September 1993

Spis treści

Establishing a framework for service creation and delivery - Introducing services; Understanding organizations; Service design; Service setting; Managing customer and service interaction - Service quality; Service encounter; Service employees; Managing demand and supply; Service communications; Controlling service delivery - Performance measurement; Monitoring and evaluating the service; Satisfaction guaranteed.

O autorze

Peter Mudie, Angela Cottam